Patient Account Representative

Orthopaedic Associates of Muskegon•Muskegon, MI

About The Position

On the Patient Accounts team, you will play an important role in helping patients navigate the financial side of their care. From answering billing questions and reviewing insurance payments to establishing payment plans and providing cost estimates, this team works closely with patients, insurance companies, and internal staff to provide accurate information and resolve account concerns. OAM + i’move is committed to our employees' well-being, work-life balance, and career growth. Joining our team means working alongside fellowship-trained orthopaedic physicians who are leaders in their field. Everyone at OAM + i’move is committed to achieving service excellence through our standards of behavior: teamwork, courtesy, customer service, communication with mindfulness of etiquette, appearance/environment, professionalism, confidentiality, and safety. We seek to reflect the diverse community we serve and be a welcoming, inclusive space for all. We offer competitive pay, great PTO, a complete benefits package with several coverages at no cost to the employee, and many paid holidays off. After one year, qualifying employees join our 401(k) plan, to which OAM makes a 3% safe harbor and discretionary profit-sharing contribution. Our benefits offerings include four Priority Health medical plans with HSA and FSA options, and Delta Dental and vision. Also offered at no cost to you are short- and long-term disability and life insurance. The Patient Account Representative is an hourly, non-exempt position reporting to the Department Supervisor and Director of Revenue Cycle. This role assists patients with billing questions, payments, insurance-related concerns, account balances, estimates, and payment arrangements while serving as a liaison between patients, physicians, insurance companies, and the billing department. Candidates must have schedule flexibility between the hours of 7:45 AM and 4:45 PM.

Requirements

Strong computer and mathematical skills
Exceptional customer service and communication skills
Strong problem-solving abilities
Ability to communicate tactfully and professionally
Ability to work independently while contributing to a team
Ability to remain professional when handling difficult or sensitive patient conversations
Ability to read and understand Explanation of Benefits (EOBs)
High school diploma required
Knowledge of medical insurance, terminology, billing, coding, and diagnoses
3-5 years of experience in the medical field, including experience communicating with patients, insurance companies, and other entities as needed

Responsibilities

Answer patient phone calls, accept payments, answer billing questions, and help resolve billing concerns.
Review Explanation of Benefits (EOBs) to verify payments were posted correctly and determine patient responsibility.
Respond to internal staff questions regarding patient account balances.
Post patient payments received through various payment methods.
Process collection transactions and work with patients on payment plans in accordance with collection policies.
Communicate with patients and insurance companies to help expedite claims processing and resolve account issues.
Provide patient estimates for surgeries, injections, and self-pay services.
Serve as a liaison between patients, physicians, and the billing department.
Make necessary account corrections and resubmit claims in a timely manner.
Process end-of-day reports and balance financial totals.
Maintain patient confidentiality and ensure HIPAA compliance.
Assist the Front Desk as needed and help train new staff when appropriate.